Privacy Policy

Who we are

HostElevate runs the website hostelevate.com and the client area at billing.hostelevate.com. We decide how the personal information described in this policy is used, so we are responsible for it.

When you store data about your own customers or visitors on our hosting, such as website users or email, you decide how that data is used. In that case we process it only to provide the service to you, and you are responsible for your own privacy notice.

Information we collect

Information you give us

• Account and contact details: your name, email address, phone number, postal address and company name.
• Billing details: your billing address, invoices and payment records. Card and PayPal payments are handled by our payment providers, and we do not store full card numbers.
• Domain contact details: the registrant details that domain registries require.
• Support messages: tickets, emails and live chat messages, including any files you attach.
• Migration details: access details for your old host that you share with us. We use them only to move your site, and we ask you to change those passwords once the move is finished.

Information collected automatically

• Your IP address, browser and device type, the pages you visit and the times you log in.
• Security and server logs, and data about how your services use server resources.
• Cookie data, explained in our Cookie Policy.

Information from others

• Payment providers tell us whether a payment succeeded and may share fraud-check results.
• Domain registries and registrars send us status updates about your domains.

How we use your information

• To set up, run and support the services you order. We need this to perform our contract with you.
• To bill you, take payments and prevent fraud.
• To send service emails, such as invoices, renewal reminders, security alerts and changes to our terms. You cannot opt out of these while you have an active service.
• To keep our network secure and to investigate abuse reports.
• To send news and offers, only where you have agreed or the law allows it. Every marketing email includes an unsubscribe link.
• To understand how our website is used, through analytics, only when you accept analytics cookies.
• To meet legal, tax and accounting duties.

Who we share it with

We do not sell or rent your personal information. We share it only when needed, with:

• payment providers, to process your payments;
• domain registrars and registries, to register and manage your domains, as described in our Registration Data Policy;
• certificate authorities, to issue SSL certificates;
• service providers who help us run our business, such as data center, email delivery, analytics and live chat providers, under contracts that require them to protect your data;
• professional advisers, such as accountants and lawyers;
• authorities, when the law requires it, as explained in our Court Order & Subpoena Policy; and
• a company that takes over our business, which must keep this policy's protections.

International transfers

We serve customers worldwide, and our servers and service providers may be in a different country from you. When we transfer personal information across borders, we use safeguards that the law accepts, such as contractual commitments, to keep it protected.

How long we keep it

• Account and billing records are kept while you are a customer and afterwards for as long as tax, accounting and legal rules require.
• Support tickets are kept so we can see the history of your account, and are deleted when they are no longer needed.
• Hosting data is deleted when a service ends. Copies in our backups are removed as the backups rotate, within four weeks.
• Logs are kept for a limited time for security and troubleshooting.

How we protect it

We use encrypted connections, access controls that limit staff access to what each task needs, firewalls and monitoring. No system is completely secure. If a breach affects your personal information, we will tell you and the relevant authorities where the law requires it.

Your rights

Depending on where you live, including under the GDPR in the European Union and United Kingdom and the CCPA in California, you may have the right to:

• see the personal information we hold about you;
• correct information that is wrong;
• ask us to delete it, unless we must keep it by law;
• limit or object to how we use it;
• receive a copy in a portable format; and
• withdraw consent at any time, for example to marketing emails or analytics cookies.

You can update most account details yourself in the client area. For other requests, email legal@hostelevate.com with "Privacy request" in the subject. We will check your identity and reply within 30 days, and we will tell you if we need more time where the law allows it. We will not treat you differently for using these rights. You can also complain to the data protection authority in your country.

Children

Our services are not intended for anyone under 18, and we do not knowingly collect information from children. If you believe a child has given us personal information, contact us and we will delete it.

Changes to this policy

We may update this policy from time to time. The date at the top shows the latest change. If we make significant changes, we will email account holders before they take effect.

Contact us

For privacy questions or requests, email legal@hostelevate.com. For anything else, email support@hostelevate.com.